The letter below was drafted by a trainee claims handler. It contains six errors — wrong technical vocabulary, inappropriate register, legally incorrect phrasing, or unprofessional language. Read the letter carefully. For each numbered box below, type the incorrect word or phrase exactly as it appears in the letter. If you identify it correctly, a correction option will appear.
Read the email from the claims department. Then answer the questions below.
Dear Mrs Ahmed,
Re: Claim Reference CL-2026-4471 — Outcome of Assessment
I am writing to inform you of the outcome of your recent claim following the escape of water at your property.
Having reviewed the assessor's report in full, we are pleased to confirm that your claim has been partially approved. The cost of repairing the structural damage to the kitchen ceiling and walls has been approved in full, subject to your policy excess of two hundred and fifty pounds.
However, a deduction has been applied to the flooring element of your claim. The assessor noted that the laminate flooring was approximately nine years old at the time of the incident. In accordance with your policy conditions, a deduction for wear and tear has therefore been applied, reducing the flooring settlement from one thousand two hundred pounds to seven hundred and twenty pounds.
The total settlement figure is therefore three thousand four hundred and seventy pounds, from which your excess of two hundred and fifty pounds will be deducted, leaving a net payment of three thousand two hundred and twenty pounds.
We appreciate that this decision may not be the outcome you were hoping for. If you wish to dispute any element of this decision, you have the right to submit a formal appeal within twenty-eight days of receiving this letter. Details of our appeals process are enclosed.
Alternatively, if you have any questions about the decision, please do not hesitate to contact your claims handler directly.
Yours sincerely,
Claims Settlement Team
The email uses formal professional language. For each informal phrase below, select its formal equivalent from the email.
The informal version is shown in italics. Choose the correct formal version from the dropdown.
Complete the conversation between the claims handler and Mrs Ahmed. Choose the correct word or phrase for each gap.
The email below was written by a trainee claims handler. It contains six errors — wrong vocabulary, wrong register, or unprofessional phrasing. Read the email carefully. For each of the six numbered boxes below, type the incorrect word or phrase exactly as it appears in the email. If you identify it correctly, a correction option will appear.
Dear Mrs Ahmed,
Re: Claim Number CL-2026-4471
We are writing about your insurance complaint following the water damage at your home.
Good news — we are going to pay for most of it. The ceiling and wall damage is totally covered, apart from your two hundred and fifty pound contribution.
Unfortunately, we cannot pay the full amount for the flooring because it was old and a bit worn. We have knocked some money off the flooring part, bringing it down from one thousand two hundred pounds to seven hundred and twenty pounds.
Your total payout comes to three thousand four hundred and seventy pounds. After taking off your contribution, you will receive three thousand two hundred and twenty pounds.
If you are not happy with this, you can complain to us within twenty-eight days.
Regards,
Claims Team
There are 6 errors. For each one, type the incorrect word or phrase exactly as it appears in the email above, then click Check. If correct, a correction option will appear.
Listen to the assessor calling Mrs Ahmed to arrange the visit. Then answer the questions below.
Each sentence is from the conversation. One word or phrase is missing. Listen and type it.
| Section | Score | Out of |
|---|---|---|
| 1 – Vocabulary Matching | – | 10 |
| 2 – Reading Comprehension | – | 5 |
| 3 – Language Focus | – | 8 |
| 4 – Conversation Practice | – | 10 |
| 5 – Error Correction | – | 6 |
| 6a – Listening: Comprehension | – | 5 |
| 6b – Listening: Gap Fill | – | 5 |
| Total | – | 49 |
Complete all sections to see your total score.